The City of Houston
CUSTOMER SERVICE REPRESENTATIVE III
The City of Houston, Houston, Texas, United States, 77246
CUSTOMER SERVICE REPRESENTATIVE III
Print (https://www.governmentjobs.com/careers/houston/jobs/newprint/5087375)
Apply
CUSTOMER SERVICE REPRESENTATIVE III
Salary
$21.88 - $26.66 Hourly
Location
4200 Leeland
Job Type
Full Time
Job Number
37181
Department
Houston Public Works
Opening Date
09/22/2025
Closing Date
9/28/2025 11:59 PM Central
Description
Benefits
Questions
POSITION OVERVIEW
Applications accepted from: All Persons Interested
Section/ Service Line: Billing Adjustment /Utility Billing
Reporting Location: 4200 Leeland Street
Workdays & Hours: *Mon. – Fri., 6:30am - 3:30pm
*Subject to change
DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS:
Uses complex problem-solving techniques to provide general information and customer assistance for quality service.
The Customer Service Representative III duties will include but are not limited to:
Provides accurate customer service responses to customer inquiries that are complex in nature by various forms of communication i.e. phone, email, mail, or in person including referrals to other government agencies.
Monitors customer accounts and research data to resolve problems. Prepare documentation to adjust customer accounts while maintaining security and confidentiality.
Maintains and monitors various records and reports. Prepares written records of proceedings, as well as original correspondence to customers.
May distribute information to the public on City programs and/or initiatives.
May request field investigations through work orders; updates work orders and customers on findings or resolution.
May function in a lead capacity or serve as a shift leader of Customer Service Representatives. Coordinates staff activities including work schedules, case information, and other actions as needed.
May perform other departmental duties as assigned
WORKING CONDITIONS:
This position is physically comfortable with discretion of walking, standing, etc. Essentially normal office environment with acceptable lighting, temperature and air conditions.
This is a Houston Public Works Department position at the Tier III Level.
MINIMUM REQUIREMENTS
EDUCATIONAL REQUIREMENTS:
Requires a high school diploma or a GED.
EXPERIENCE REQUIREMENTS:
Three (3) years of administrative or customer service-related experience are required.
Substitutions: Associate’s degree may be substituted for up to two (2) years of experience. Bachelor’s degree may be substituted for the years of experience.
LICENSE REQUIREMENTS:
None
PREFERENCES
Call Center, Collections, and/or Utility experience.
Three years of Customer Service Experience in a high-volume telephone or customer service environment. Technology proficiency (i.e. Microsoft Office).
Ideal candidate will be detail oriented, have good written and oral communication skills, and have experience using Excel for tracking and performance measures.
Preference shall be given to eligible veteran applicants provided such persons possess the qualifications necessary for competent discharge of the duties involved in the position applied for, such persons are among the most qualified candidates for the position, and all other factors in accordance with Executive Order 1-6.
GENERAL INFORMATION
SELECTION/SKILLS TESTS REQUIRED: None
However, the department may administer a skills assessment test.
SAFETY IMPACT POSITION: No
If yes, this position is subject to random drug testing and if a promotional position, candidate must pass an assignment drug test.
SALARY INFORMATION
Factors used in determining the salary offered include the candidate's qualifications as well as the pay rates of other employees in this classification.
PAY GRADE: 16
APPLICATION PROCEDURES
Only online applications will be accepted for this City of Houston job and must be received by the Human Resources Department during active posting period. Applications must be submitted online at: www.houstontx.gov.
To view your detailed application status, please log-in to your online profile by visiting: http://agency.governmentjobs.com/houston/default.cfm or call 832-393-6020.
If you need special services or accommodations 832-393-6020 (TTY 7-1-1)
If you need login assistance or technical support call 855-524-5627.
Due to the high volume of applications received, the Hiring Department will contact you directly, should you be selected to advance in our recruitment process.
All new and rehires must pass a pre-employment drug test and are subject to a physical examination and verification of information provided.
EOE Equal Opportunity Employer
The City of Houston is committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, genetic information, veteran status, gender identity, or pregnancy.
The city offers a competitive benefits program, including competitively priced health coverage and a defined contribution pension plan. Benefits include:
Medical
Dental
Vision
Wellness
Supplemental Insurance
Life insurance
Long-term disability
Retirement pension
457 deferred compensation plan
Employee Assistance Program
10 days of vacation each year
11 city holidays, plus one floating holiday
Compensable Sick Leave
Personal Leave
Flexible schedules
Hybrid-Telework for eligible positions
Professional development opportunities
Transportation/parking plan
Section 125 pretax deductions
Dependent Care Reimbursement Plan
Paid Prenatal, Parental and Infant Wellness Leaves
Healthcare Flexible Spending Account
For plan details, visit http://www.houstontx.gov/hr/benefits.html
01
Please select the scenario that describes your education.
Less than a High School Diploma/ GED
High School diploma/GED
Associate's degree
Bachelor's degree or higher
02
How many years of administrative or customer service experience do you have?
Less than 2 years
2 - 3 years
3 - 4 years
4 - 5 years
6 years or more
03
Describe your administrative or customer service experience in any utility industry (water, sewer, drainage/storm water, electricity or gas). Please enter 'N/A' for no experience.
04
How many years of meter reader/investigation or billing experience do you have in utility industry handling customer issues and inquiries related to water, drainage or wastewater for commercial, residential, retail, industrial or Multi-Family accounts?
Less than three years
3 - 4 years
4 - 5 years
5 - 6 years
6 - 7 years
7 years or more
No experience
05
Describe your meter reader/investigation or billing experience in utility industry handling customer issues and inquiries related to water, drainage or wastewater for commercial, residential, retail, industrial or Multi-Family accounts? Please enter 'N/A' for no experience.
06
How many years of experience do you have training employees on processes?
Less than three years
3 - 4 years
4 - 5 years
5 - 6 years
6 - 7 years
7 years or more
No experience
07
Describe your experience of training employees on processes. Please enter 'N/A' for no experience.
08
How many years of experience do you have creating training material like Standard Operating Procedures?
Less than three years
3 - 4 years
4 - 5 years
5 - 6 years
6 - 7 years
7 years or more
No experience
09
Describe your experience of creating training material like Standard Operating Procedures. Please enter 'N/A' for no experience.
10
How many years of experience do you have working in a LEAD capacity or serve as a Shift Leader of Customer Service Representatives?
Less than three years
3 - 4 years
4 - 5 years
5 - 6 years
6 - 7 years
7 years or more
No experience
11
Describe your experience in a LEAD capacity or serve as a Shift Leader of Customer Service Representatives? Please enter 'N/A' for no experience.
12
What is your level of proficiency in Microsoft Excel?
Basic Microsoft Excel: Open files and use page setup, enter, correct, and save data, use the menu commands, format cells, rows, and columns, understand navigation and movement techniques, use simple arithmetic functions in the formulas, access help, modify a database and insert data from another application, print worksheets and workbooks.
Intermediate Microsoft Excel: Create, modify, and format charts, use graphic objects to enhance worksheets and charts, filter data and manage a filtered list, perform multiple-level sorting, use sorting options, and design considerations, use mathematical, logical, statistical, and financial functions, group and dissociate data and perform interactive analysis, create and modify some Macro commands.
Advance Microsoft Excel: Customize the work area, use advanced functions (Names, VLOOKUP, IF, IS), work with Pivot Tables, use spreadsheet Web components, manage Macro commands: concepts, planning, operations, execution, modification, interruption, use personalized toolbars, perform some programming in VBA.
None of the Above
13
Please select all of the languages below that you can read, speak and write fluently:
Spanish
Vietnamese
None of the Above
14
Are you a veteran who served on active duty in the Armed Forces (United States Army, Navy, Air Force, Marine Corps, or Coast Guard) for more than 90 consecutive days and received either an honorable discharge or a general discharge under honorable conditions?
Yes
No
15
Have you completely and truthfully answered question #9 regarding employment gaps? (failing to clarify employment gaps may result in the disqualification or delay of your application.)
Yes
No
Required Question
Print (https://www.governmentjobs.com/careers/houston/jobs/newprint/5087375)
Apply
CUSTOMER SERVICE REPRESENTATIVE III
Salary
$21.88 - $26.66 Hourly
Location
4200 Leeland
Job Type
Full Time
Job Number
37181
Department
Houston Public Works
Opening Date
09/22/2025
Closing Date
9/28/2025 11:59 PM Central
Description
Benefits
Questions
POSITION OVERVIEW
Applications accepted from: All Persons Interested
Section/ Service Line: Billing Adjustment /Utility Billing
Reporting Location: 4200 Leeland Street
Workdays & Hours: *Mon. – Fri., 6:30am - 3:30pm
*Subject to change
DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS:
Uses complex problem-solving techniques to provide general information and customer assistance for quality service.
The Customer Service Representative III duties will include but are not limited to:
Provides accurate customer service responses to customer inquiries that are complex in nature by various forms of communication i.e. phone, email, mail, or in person including referrals to other government agencies.
Monitors customer accounts and research data to resolve problems. Prepare documentation to adjust customer accounts while maintaining security and confidentiality.
Maintains and monitors various records and reports. Prepares written records of proceedings, as well as original correspondence to customers.
May distribute information to the public on City programs and/or initiatives.
May request field investigations through work orders; updates work orders and customers on findings or resolution.
May function in a lead capacity or serve as a shift leader of Customer Service Representatives. Coordinates staff activities including work schedules, case information, and other actions as needed.
May perform other departmental duties as assigned
WORKING CONDITIONS:
This position is physically comfortable with discretion of walking, standing, etc. Essentially normal office environment with acceptable lighting, temperature and air conditions.
This is a Houston Public Works Department position at the Tier III Level.
MINIMUM REQUIREMENTS
EDUCATIONAL REQUIREMENTS:
Requires a high school diploma or a GED.
EXPERIENCE REQUIREMENTS:
Three (3) years of administrative or customer service-related experience are required.
Substitutions: Associate’s degree may be substituted for up to two (2) years of experience. Bachelor’s degree may be substituted for the years of experience.
LICENSE REQUIREMENTS:
None
PREFERENCES
Call Center, Collections, and/or Utility experience.
Three years of Customer Service Experience in a high-volume telephone or customer service environment. Technology proficiency (i.e. Microsoft Office).
Ideal candidate will be detail oriented, have good written and oral communication skills, and have experience using Excel for tracking and performance measures.
Preference shall be given to eligible veteran applicants provided such persons possess the qualifications necessary for competent discharge of the duties involved in the position applied for, such persons are among the most qualified candidates for the position, and all other factors in accordance with Executive Order 1-6.
GENERAL INFORMATION
SELECTION/SKILLS TESTS REQUIRED: None
However, the department may administer a skills assessment test.
SAFETY IMPACT POSITION: No
If yes, this position is subject to random drug testing and if a promotional position, candidate must pass an assignment drug test.
SALARY INFORMATION
Factors used in determining the salary offered include the candidate's qualifications as well as the pay rates of other employees in this classification.
PAY GRADE: 16
APPLICATION PROCEDURES
Only online applications will be accepted for this City of Houston job and must be received by the Human Resources Department during active posting period. Applications must be submitted online at: www.houstontx.gov.
To view your detailed application status, please log-in to your online profile by visiting: http://agency.governmentjobs.com/houston/default.cfm or call 832-393-6020.
If you need special services or accommodations 832-393-6020 (TTY 7-1-1)
If you need login assistance or technical support call 855-524-5627.
Due to the high volume of applications received, the Hiring Department will contact you directly, should you be selected to advance in our recruitment process.
All new and rehires must pass a pre-employment drug test and are subject to a physical examination and verification of information provided.
EOE Equal Opportunity Employer
The City of Houston is committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, genetic information, veteran status, gender identity, or pregnancy.
The city offers a competitive benefits program, including competitively priced health coverage and a defined contribution pension plan. Benefits include:
Medical
Dental
Vision
Wellness
Supplemental Insurance
Life insurance
Long-term disability
Retirement pension
457 deferred compensation plan
Employee Assistance Program
10 days of vacation each year
11 city holidays, plus one floating holiday
Compensable Sick Leave
Personal Leave
Flexible schedules
Hybrid-Telework for eligible positions
Professional development opportunities
Transportation/parking plan
Section 125 pretax deductions
Dependent Care Reimbursement Plan
Paid Prenatal, Parental and Infant Wellness Leaves
Healthcare Flexible Spending Account
For plan details, visit http://www.houstontx.gov/hr/benefits.html
01
Please select the scenario that describes your education.
Less than a High School Diploma/ GED
High School diploma/GED
Associate's degree
Bachelor's degree or higher
02
How many years of administrative or customer service experience do you have?
Less than 2 years
2 - 3 years
3 - 4 years
4 - 5 years
6 years or more
03
Describe your administrative or customer service experience in any utility industry (water, sewer, drainage/storm water, electricity or gas). Please enter 'N/A' for no experience.
04
How many years of meter reader/investigation or billing experience do you have in utility industry handling customer issues and inquiries related to water, drainage or wastewater for commercial, residential, retail, industrial or Multi-Family accounts?
Less than three years
3 - 4 years
4 - 5 years
5 - 6 years
6 - 7 years
7 years or more
No experience
05
Describe your meter reader/investigation or billing experience in utility industry handling customer issues and inquiries related to water, drainage or wastewater for commercial, residential, retail, industrial or Multi-Family accounts? Please enter 'N/A' for no experience.
06
How many years of experience do you have training employees on processes?
Less than three years
3 - 4 years
4 - 5 years
5 - 6 years
6 - 7 years
7 years or more
No experience
07
Describe your experience of training employees on processes. Please enter 'N/A' for no experience.
08
How many years of experience do you have creating training material like Standard Operating Procedures?
Less than three years
3 - 4 years
4 - 5 years
5 - 6 years
6 - 7 years
7 years or more
No experience
09
Describe your experience of creating training material like Standard Operating Procedures. Please enter 'N/A' for no experience.
10
How many years of experience do you have working in a LEAD capacity or serve as a Shift Leader of Customer Service Representatives?
Less than three years
3 - 4 years
4 - 5 years
5 - 6 years
6 - 7 years
7 years or more
No experience
11
Describe your experience in a LEAD capacity or serve as a Shift Leader of Customer Service Representatives? Please enter 'N/A' for no experience.
12
What is your level of proficiency in Microsoft Excel?
Basic Microsoft Excel: Open files and use page setup, enter, correct, and save data, use the menu commands, format cells, rows, and columns, understand navigation and movement techniques, use simple arithmetic functions in the formulas, access help, modify a database and insert data from another application, print worksheets and workbooks.
Intermediate Microsoft Excel: Create, modify, and format charts, use graphic objects to enhance worksheets and charts, filter data and manage a filtered list, perform multiple-level sorting, use sorting options, and design considerations, use mathematical, logical, statistical, and financial functions, group and dissociate data and perform interactive analysis, create and modify some Macro commands.
Advance Microsoft Excel: Customize the work area, use advanced functions (Names, VLOOKUP, IF, IS), work with Pivot Tables, use spreadsheet Web components, manage Macro commands: concepts, planning, operations, execution, modification, interruption, use personalized toolbars, perform some programming in VBA.
None of the Above
13
Please select all of the languages below that you can read, speak and write fluently:
Spanish
Vietnamese
None of the Above
14
Are you a veteran who served on active duty in the Armed Forces (United States Army, Navy, Air Force, Marine Corps, or Coast Guard) for more than 90 consecutive days and received either an honorable discharge or a general discharge under honorable conditions?
Yes
No
15
Have you completely and truthfully answered question #9 regarding employment gaps? (failing to clarify employment gaps may result in the disqualification or delay of your application.)
Yes
No
Required Question